A ticketing assistant plays a crucial role in providing customer service and supporting ticket sales and operations for concerts, sports games, theater shows, and other live events. Their primary responsibilities include interacting with customers to resolve ticket issues, processing ticket orders and payments, coordinating will-call and box office operations on event days, and ensuring excellent customer experiences.
What are the main responsibilities of a ticketing assistant?
The core duties and tasks of a ticketing assistant include:
- Fielding phone, email, and in-person questions and inquiries from customers about ticket availability, seating, pricing, discounts, accessibility needs, and more.
- Looking up ticket inventory in the ticketing system and accurately conveying availability for specific dates, seating sections, price levels, etc.
- Processing ticket orders and exchanges – ensuring correct prices, applying valid discounts/promo codes, collecting payments, mailing/emailing tickets to customers, etc.
- Issuing ticket refunds or credits when appropriate and keeping detailed records.
- Coordinating group ticket sales for large parties, corporate events, school groups, etc.
- Assisting with season ticket holder accounts – renewals, seat relocations, upgrades, etc.
- Monitoring and responding promptly to online chats, social media messages, and other communication channels.
- Preparing will-call envelopes and organizing will-call ticket pickup on event days.
- Staffing the onsite box office – selling tickets, fielding questions, resolving issues for walk-up customers.
- Performing box office openings/closings, balancing cash drawers and credit card receipts at end of shifts.
- Participating in sales calls and promotional efforts to sell ticket packages and upsells.
What skills and qualities make an excellent ticketing assistant?
To provide exceptional customer service and succeed in this role, ticketing assistants require:
- Communication skills – ability to listen attentively, convey information clearly, adapt style/tone when needed.
- Attention to detail – accuracy entering orders, reviewing seating charts, following policies/procedures.
- Problem-solving skills – assess issues from all sides to resolve customer complaints or remedy order errors.
- Technical proficiency – learn and adeptly use the ticketing system, point-of-sale tools, CRM platforms.
- Teamwork and collaboration – work cooperatively with box office, sales, event operations staff.
- Organizational skills – prioritize tasks, manage time effectively, stay focused under pressure.
- Math and analytical skills – calculate totals, apply discounts, reconcile daily sales reports.
- Flexibility and adaptability – adjust to changing priorities and ticketing platform upgrades.
Additionally, top ticketing assistants demonstrate genuine enthusiasm for live events and delight in helping customers have the best possible experience.
What types of venues or organizations employ ticketing assistants?
Ticketing assistants work for a diverse range of employers, including:
- Concert halls, theaters, arenas, stadiums, amphitheaters, performing arts centers
- Music festivals, county fairs, and other outdoor event promoters
- Professional sports teams and college athletic departments
- Convention centers and conference/trade show planners
- Museums, zoos, amusement parks
- Cinemas, comedy clubs, cultural centers
- Agencies and promoters for individual artists and acts
- Primary ticket sellers like Ticketmaster or AXS
- Fan-to-fan resale marketplaces like Stubhub
Some ticketing assistants work as part of an organization’s in-house box office staff. Others provide support as employees or contractors for third-party ticketing service providers.
Venue/Org Type | Ticketing Assistant Responsibilities |
---|---|
Concert Venues | Process ticket sales for individual concerts and shows. Manage season ticket accounts for long-running Broadway productions and concert series. Coordinate group sales and VIP packages. |
Professional Sports Teams | Handle season ticket purchases and renewals. Run ticket promotions and specials to boost sales. Staff box office on game days to assist fans. |
Theaters | Sell single tickets and subscription packages for full theater seasons. Organize youth group discounts and rush ticket programs. Manage will call and exchange requests. |
Festivals | Sell festival passes and tickets for individual performances and events. Provide customer service via phone, email, and on-site. Process ticket refunds due to cancellations. |
Ticket Seller Agencies | Serve as first point of contact for customers purchasing tickets on behalf of multiple venues/clients. Upsell premium seat options. |
What are some examples of ticketing assistant duties on event days?
On the day of a big event, ticketing assistants pivot from processing remote sales to managing all onsite box office operations. Some examples include:
- Setting up box office stations at the venue – post signage, arrange will call envelopes alphabetically, confirm staffing schedules, audit cash banks and supplies.
- Greeting patrons, answering last-minute seating questions, and handing out tickets.
- Resolving any issues for customers picking up pre-purchased will call tickets.
- Selling any newly released ticket inventory or seats from cancelled orders.
- Handling exchanges and upgrades, especially for unsatisfied customers.
- Providing directions, venue maps, and schedules to assist attendees.
- Collecting and securing ticket stubs from event staff after doors open.
- Closing down box office sales and reporting out on tickets sold.
What qualifications and education do you need to be a ticketing assistant?
The formal education required to become a ticketing assistant includes:
- High school diploma or equivalent
- Some college coursework in business, marketing, communications, or information technology is advantageous
- Completion of a ticket seller/box office representative training program can be beneficial
Many venues and ticketing companies provide extensive on-the-job training on their specific systems and procedures as well. Certain types of credentials can improve a candidate’s prospects when applying for ticketing assistant roles:
- Customer service representative certification
- Cash handling/point-of-sale system training certificates
- Call center associate certification
- Proficiency with ticketing platforms like Paciolan, Tessitura, PatronManager, etc.
What is the typical career path for a ticketing assistant?
Ambitious ticketing assistants can advance their skills and responsibilities over time to progress within this career field. Here are some possible paths:
- Promotion from part-time box office representative to full-time assistant with accountability for more complex sales and customer service.
- Taking on supervisor duties – overseeing other reps, handling escalated issues, monitoring daily sales reports.
- Moving into assistant box office manager and box office manager roles with budget, staff, and operational oversight.
- Transitioning into related roles like ticket operations coordinator or event services manager.
- Shifting from a venue-based role to a position with a third-party ticketing company.
Some ticketing assistants leverage their customer service skills and technical know-how to move into adjacent fields like sales and account management, sports marketing, or live event production.
What is the work environment like for ticketing assistants?
Ticketing assistants typically work in fast-paced, high-pressure environments that require multi-tasking and organization to efficiently serve customers. Environments vary based on primary job duties:
- Call centers – often involve wearing a headset, sitting at a computer station in a shared cubicle space with other representatives.
- Box offices – typically at a ticket counter or window interacting directly with patrons.
- Administrative offices – ticketing assistants who process orders and handle customer inquiries may work in a general office setting.
- Venues – Assistants staffing onsite box offices contend with crowds, noise, weather elements, and hectic situations.
Given the customer-facing nature of the job, ticketing assistants must be comfortable maintaining a calm, friendly, professional demeanor under pressure. The role also often requires evening, weekend, and holiday work hours based on event schedules.
What can you do with ticketing experience outside of the industry?
While most ticketing assistants remain within live entertainment and events, some parlay their skills and knowledge into other customer service and retail environments. For example:
- Brick-and-mortar store management using POS system experience
- Client services associate in corporate sales support and account management
- Member services representative for associations, clubs, or loyalty programs
- Sales and reservation agent for airlines, hotels, rental cars, etc.
- Claims adjuster or customer representative in the insurance industry
Ticketing work builds a foundation of working quickly and calmly under tight deadlines, resolving issues, and delivering exemplary service. These competencies translate well into a range of customer-facing business support roles.
Skill | Application Outside of Ticketing |
---|---|
Attention to detail | Data entry, database administration, payroll processing |
Communication abilities | Receptionist, sales support, fundraiser |
Technical aptitude | Tech support analyst, QA tester, IT help desk |
Interpersonal skills | Human resources assistant, social worker, teacher |
Multitasking | Office/executive assistant, purchasing coordinator |
Problem solving | Case manager, fraud analyst, consultant |
Conclusion
Ticketing assistants hold an invaluable position interfacing with customers and ensuring the smooth execution of ticket sales. They provide a human touchpoint for patrons navigating the ticket purchasing process and bolster their enjoyment of live experiences. Though the work is fast-paced with long hours, ticketing roles offer strong foundations in customer service, technical ability, and grace under pressure that translate well into many other fields. With commitment to providing exemplary experiences, ticketing assistants can propel their careers in entertainment or a multitude of other industries.